The bank app is user-friendly, but the bank often stops payments when I transfer to a new recipient. I have to then spend half an hour sorting the transactions
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Review summary
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I forgot my pin and tried twice to make a deposit payment at a garage. The transaction was blocked by the bank as a precaution. Eventually this matter was resolved, it does depend on who you speak to... See more
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It was easy enough to apply but was a bit disappointing to find recently via a Virgin Red email that they are now offering more points for new applicants than they were when I signed up. I hope they'l... See more
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Easy to open account, customer service is easy to speak to unfortunately depends who you speak to and how much knowledge they have can be an issue. Having asked a question to them all i got as a resp... See more
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Company details
Written by the company
Virgin Money is the UK’s 6th largest bank and a proud member of the Virgin Group. By making banking better, we aim to deliver on our purpose of ‘Making you happier about money’, offering award-winning products and services to meet the full range of our 6.6m customers' retail and business banking needs. Our strategic ambition is to be the UK’s best digital bank.
Contact info
United Kingdom
- uk.virginmoney.com
3.2
Average
13k reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 24 hours
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Absurdly Outdated and Disappointing
Everything was going swimmingly until I needed to make an international transfer.
It was then I discover that my "online bank" required me to print out a form, fill it in, scan it, upload it and wait for them to process it before they would make the transfer.
It appears that Clydesdale/Virgin Money/Nationwide/Whoever-owns-them-this-month is firmly stuck in the 1970s when it comes to international banking.
It goes without saying that I have now opened an account with another bank and will be not be using my Virgin account again.
A huge disappointment, anyone looking for a functioning online banking solution would be best served looking elsewhere.
NB: Irrespective of what the chatbot response says, there is no "relevant department" or "complaints team", it's just PR theatre. Complaining to them achieves nothing, the only thing we can really do is move our custom elsewhere.
12 May 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Mick,
We're sorry to hear you fell our current processes are a little outdated in comparison to other banks. We understand this can be disappointing, and apologise for any inconvenience that's potentially caused.
Customer feedback is very much appreciated, as it helps us to identify the areas we must focus on to improve our customer experience.
With this in mind, we'll be sure to pass your comments back to the relevant team for future developments to be considered.
Thanks, Virgin Money
Reply from Virgin Money UK
Great to hear from you, David!
We're delighted to see your comments drop in - thanks for the glowing review.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi there!
It's fantastic to hear everything has has been straightforward and hopefully things are going well.
The 5* rating has really made our day!
Thanks, Virgin Money
I was very impressed with the fast…
I was very impressed with the fast response in opening the account and the efficiency in providing all the services needed. The email support I received was both quick and incredibly helpful.
2 May 2026
Unprompted review
Reply from Virgin Money UK
Great to hear from you Pinchas!
We're delighted to hear we were efficient in getting the account opened, and you found the email support provided throughout has been helpful.
Thank you for taking the time to share your experience, your feedback is always very much appreciated.
Thanks, Virgin Money
Disappointed overall
When signing up, a third party company sent me emails for security vetting that looked 100% like phishing. Virgin money emailed me 2 days later to say that that company would get in touch. I contacted Virgin money to report the problem, and never received an answer.
And then the app... The worst app ever. I had to define a 6 digit pin to access it. It is Extremely jumpy with digit combinations. I couldn't use my go to pin, I couldn't use my DOB, I couldn't use either of my parents DOB (it said they were patterned combinations... They were not at all! They were real DOBs!) So I used a random digit combo to be done with it, and use the fingerprint to login.
But today, today, the app asked for my 6 digit code to validate a transaction. I am abroad, and this is a nightmare. Big stress, I HATE this!
Oh and finally, I had to fight with the app to find a way to download a PDF copy of the statements I needed (had to print as PDF on Android etc... What a faff!)
It's a good deal right now, but as soon as it runs out, I'm out, my bank's service has been infinitely better and more reliable.
11 May 2026
Unprompted review
Reply from Virgin Money UK
Good morning Adrien,
We're sorry to hear you've not had a response regarding your concerns around the emails received from a third party. We understand how this may seem suspicious, but would like to assure you that our Applications team work together with Mitek as part of the ID verification process. You can therefore be confident that should you receive any further correspondence from Mitek, they are genuine.
Keeping our customers and their accounts safe is paramount, this is why we have strict criteria in place when it comes to setting up passwords and passcodes.
Your password must contain x1 capital letter, x1 lower case letter, a number and a special character (!,?,@,#).
Your 6-digit passcode must be memorable, but not obvious. This means you'd need to avoid things like your date of birth, consecutive numbers, or numbers in ascending order.
From time to time, you may be asked to enter your 6-digit passcode to verify a transaction. This is usually if the transaction is of a higher value, or seems unusual and not in line with the customers typical spending habits. We apologise if this has caused any inconvenience and hope that you're now a little clearer on why this can occur.
Finally, to download a statement in PDF format you'll just need to select the statement you're needing to download and then tap on the downward pointing arrow that shows in the top righthand corner of the screen. You can the choose from the number of options available which include Airdrop, Messages, Mail, Copy & Print.
Apologies if you found this a little tricky and time consuming. Don't forget, if you do have any issues or questions with the App, you can reach out to our Credit Card team on the 'live chat' channel via the App.
Just head down to the 'Support' tab at the bottom of the home screen and hit 'Let's chat'. The team are around weekdays 8am-6pm and Saturday 9am-3pm.
It's disappointing to hear that based on your experience, you're thinking of leaving as soon as the promotional offer comes to an end. We sincerely hope that during this time, you'll have a change of heart and decide to stay a little longer.
Thanks,
Virgin Money
The worst experience I have ever had with a bank
Nothing I say about such a large company will make a jot of difference, but if anyone considering them reads this - learn from my mistake and stay far away.
I am absolutely at my wits' end with this bank. My app has worked maybe 5% of the time I've tried to use it, forcing me to waste working time hanging on the phone getting them to pay invoices by telephone transfer. My password has given up the ghost several times for no reason, making me spend even more time on the phone with them trying to get it reset.
However, my attempts at trying to leave them have been so far beyond horrific I have no words. It has been over a week of multiple phone calls and emails and letters, each time they've rejected for a new reason - meanwhile I have no access to my business bank account. I think it has got worse since they became a part of whoever the new company is, before I could at least get through to a human who would help me then and there, even if the overall pattern was pretty poor.
11 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Claire, thanks for bringing this to our attention.
We apologise that you've been having some issues with our App, and that you've not been able to get the correct help and support you need, but let us point you in the right direction.
For our App, could you please try to delete and reinstall it to remove the background data that may be causing your issue, and ensure the Device's software is up to date.
However, to get to the bottom of the Account and App, we'd recommend calling Business team on 0800 756 0800 (from outside UK +44 141 229 2626), Monday to Friday 8:00am to 6:00pm
Thanks, Virgin Money
Sorry, online banking unavailable...or is it?
Updated review:
Quick and meaningless response from Virgin as always. I was giving feedback to help them to pro-actively improve their information to help the customer. I wasn't wanting them to simply respond with an apology and a hope that everything was ok. Each time they get feedback, they are quick to comment but only to get it off their to-do list. They do not take the feedback as a gift to help them improve their service to the customer. Eg if they were really using feedback correctly their response should have been 'thanks for this observation, we agree this would be helpful to other customers and have passed it to our development teams'. Surely I am not the only person in the world on Windows 11 using Edge browser that might get this problem...
Original review: 10/5/26
For the last few days using Windows 11 and MS Edge, both up-to-date, I've tried to log on and each time it keeps saying "Sorry, this service is temporarily unavailable
We're sorry, the service you are looking for is temporarily unavailable. We're working hard to restore it for you. We apologise for the inconvenience".
Today I just thought I'd try Chrome on Windows on the off chance it might be different and it logged on first time. Clearly this error message is inappropriate and unhelpful and annoyingly has hindered my progress with my new ISA transfer which has a time critical element to it. If they know their systems are up or as a further customer option, why not display a message that says something along the lines of try a different browser or device.
10 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Steve, we're sorry that you've had an issue when access your Account online through a certain browser.
It's also disappointing that it may have caused delay in requesting a transfer of an ISA, we hope that now you've managed to get signed in your request is underway.
Thanks, Virgin Money
Avoid savings pots
Whatever you do, do NOT set up savings pots. They are clunky; they annoyingly assume that you are going to put by the same amount each month; above all: there is no obvious way of getting rid of them when you no longer want them, which means that each time you move money to savings you have a needless extra step of specifying "not in a pot". Avoid!
10 May 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Elisabetta, thanks for heading over this way to leave your feedback.
We're sorry that you've ran into some issues with your Savings Pots within the App, if you give our team a call on 0800 121 7365, they're available Mon-Sat 7am-9pm, & Sun 10am-5pm. Explain the issue you've faced and they'll be able to follow some troubleshooting steps with you on this.
Thanks, Virgin Money
My bank card expired no replacement sent
My bank card expired (declined in various stores unable to access ATMs). They had not sent a replacement card prior to mine expiring. Currently 8 days without a card and no sign of a replacement. All they will tell me is that it has been sent. Now in a situation where I'm having to transfer funds to people's accounts for them to draw money out for me.
Simply not good enough.
2 May 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Nick, thanks for taking the time to leave a review and this difficult experience and apologies that you've not had a card reissued as expected.
We understand it's not good enough and regret the inconvenience this caused for you. We're also sorry if the timescales of a new card being issued weren't given of 7-10 working days and if you'd like to raise this further to be investigated, please follow this link: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
Great credit cards
Easy application. Generous credit limit. Great 0% offer on balance transfer. Easy to use app on the phone
23 April 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Adam, thanks for coming our way to leave a 5-Star review!
It's lovely to hear you've found the process nice and easy, we're glad that you've chosen to join us.
Have a great rest of your weekend :)
Thanks, Virgin Money
Rachel in customer services was…
Rachel in customer services was amazing, quick to respond and sorted out my next payment option - thank you - lovely to interact with a person as opposed to the AI bot that’s to be honest, not very helpful.
9 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Rich, thank you for heading over to our Trustpilot page to leave your amazing feedback about Rachel!
It's lovely that you were able to connect with her, and that in doing so you've had your query on your next payment option sorted out :)
Have a brilliant rest of the weekend!
Thanks, Virgin Money
Spoke with Adam today for a quick…
Spoke with Adam today for a quick question I had - they were very helpful and quick with responding.
9 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Kiera, thank you so much for taking the time our of your Saturday to share your recent experience with Adam!
It's always so pleasing to know that our customers are getting all the support they need and that the query was answered quickly in a helpful way :)
Thanks, Virgin Money
Rachel the online human assiatant…
Rachel the online human assiatant sorted my issue immediately for me. I only waited for 2 minutes before she joined the chat & resolved it for me.
9 May 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Jack, thank you for taking time out of the weekend to leave this glowing review!
We're so pleased that Rachel was able to resolve your issue today in swift fashion :)
Thanks, Virgin Money
Utterly Useless Bank
Unable to make payments using VM internet banking for 6 months now. Trying to drive everything thru app. VM has been plagued by technical failings for years (underinvestment), but is always in denial. Almost impossible to contact & takes an age to respond. Utterly useless bank. AVOID!
8 May 2026
Unprompted review
Reply from Virgin Money UK
Morning Philip, we're so sorry that you've experienced this when looking to make a payment using our online service.
In order to understand a little more about what's going wrong and get you towards all the help you'll need to resolve this. If you could please head over to one of our social media platforms on X, Facebook or Instagram.
Send over a private message quoting #80966, and we'll continue chatting over there and get you all right tools for a fix!
Hopefully we speak soon.
Thanks, Virgin Money
Difficult to use the online application and to register for online banking…
Difficult to use the online application process without glitches; needed customer phone support to register for online banking, and we tried perhaps 8-10 times before the process worked.
On the plus side, great to have a Club&Society account without charges for really low usage, and phone support lady was most helpful, despite us both finding the registration process utterly bewildering.
5 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Nick, thanks for taking the time to leave feedback.
We're really sorry to hear you had difficulty with the online application process - completely understand any frustration this must have caused.
We are pleased that our colleague was able to help over the phone, and that you're enjoying your Club & Society account. Your feedback is certainly taken onboard, and we aim to continue improving our services.
Thanks, Virgin Money
Atrocious customer service
Atrocious customer service. They claim to provide what they call a “ breathing space” as help for those who don’t want to affect their credit by missing a payment .. but it’s actually not a breathing space at all - they say you don’t have to make a payment, but if you don’t then it gets reported to credit agencies. It’s an absolute violation of people who are distress contacting. Yes, they mention these things, but they keep emphasising that it’s a breathing space - but turns out the breathing space is just with the company allowing you to miss a payment, they still report it to credit agencies. You’d think it’s the other way round.
It’s a sham of a company! No credit increase in all the time I’ve been with them, no benefits or privileges.
Customer service is shit to say the least
1 April 2026
Unprompted review
Reply from Virgin Money UK
Hi Sarah, thanks for reaching out to us.
We're really sorry to hear of your experience with our team and any distress this has caused you.
So that we can help raise this further, could you please email over your name, post code, mobile number to reviewhelper@virginmoney.com, and please include the reference #80953.
Thanks, Virgin Money
Poor IT Systems and Support
Found to my cost their IT system is antiquated. If you set up a future dated payment you have to click on Standing Orders to review or find the payment. Future dated payments do not get sent at weekends or bank holidays and cannot be changed when set up resulting in my credit card bill been paid twice. Banked with them for over 30 years including in business but will now find a new provider with a modern IT system
8 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Dave, thanks for taking the time to leave a review.
We appreciate your feedback and apologise for the experience you've had.
We understand future dated payments can be confusing, especially around weekends and bank holidays, and regret the inconvenience this caused for you. Your comments about these services are noted, and we are focused on improving our systems - if you'd like to raise this further to be investigated, please follow this link: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
Spoke to Adam very quick to respond and…
Spoke to Adam very quick to respond and was very helpful.
8 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Sarah, thanks for leaving us a lovely 5* review.
It's great to hear Adam was able to showcase a great experience, and we'll definitely pass on this message to him.
Our aim is to provide exceptional service across all boards, so it's nice to know he's hit the nail on the head!
Have a wonderful afternoon.
Thanks, Virgin Money
Renovate before applying to Virgin Money for renovation funds
Virgin Money only seems to lend funds for renovation on properties with no blemishes. Whilst has responded quickly to the post, we have already launched an appeal.
7 May 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for your review.
We're really sorry that our lending criteria felt restrictive during your renovation process and for any disappointment this caused.
When assessing applications for funding, we are required to look into a number of factors - So our team can take a closer look into this could you please send over an email to reviewhelper@virginmoney.com including your full name, postcode, contact number and the reference #80941.
Thanks, Virgin Money
Terrible can get through to anybody and…
Terrible can get through to anybody and nobody calls back. They are more worried about passcodes than anything else. Just cut off my service because of an old tivo box with no warning at all. Now no service and waiting what a disaster. With the greedy muppet at the top no surprise.
7 May 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Maurice, thanks for stopping by.
Just to ensure we're on the same page - it it Virgin Media you're reviewing as this is the page for Virgin Money Bank?
Thanks, Virgin Money
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